Ms. Anh.

Thu Hoang English class

LEVEL 03

UNIT 150
Date: __________

Student’s name:

 0968040598  hoanganhthu.anne@gmail.com
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 LESSON
I. LISTENING

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 GAP-FILLING
Section 1. You will hear a conversation between a travel agent and a customer discussing a holiday.
Travel Agent (TA): Good morning sir. Can I help you?
Customer: Yes. I’m thinking of going away on [....................................]but I’m not sure where to go.
TA: Well sir. We have a range of [....................................]that we offer. Are you going alone sir or with
a friend?
Cust: With my family actually.
TA: So, how many people is that sir?
Cust: My wife and I and my young son and [....................................]. So, four.
TA: Fine. Now with a young family can I [....................................]that you’d like to go somewhere warm?
Cust: Oh yes. A beach holiday. That’s what we are looking for.
TA: Right, I’ll just take some personal [....................................]sir. First of all, what’s your name?
Cust: George [....................................].
TA: Collins? Is that C-O-L-L-I-N-S?
Cust: Yes, that’s right.
TA: Thank you. And what about your wife and children?
Cust: My wife’s name is Jane, my boy’s name is Mike and my little girl is [....................................].
TA: How old are the children?
Cust: Mike’s 7 and Jennifer’s 4.
TA: Ah, they’re quite small then.
Cust: Oh yes, We just need a safe, little place. A warm climate, a [....................................], safe beach,
a pool [....................................]and lots of small restaurants and bars near the hotel.
TA: Would you want any crèche facilities in the hotel so you and your wife can get away when you
want?
Cust: No. I work quite hard and I don’t see the kids as often as I want at home so I’m looking forward to
spending all my time with them.
TA: And what eating [....................................]do you want?
Cust: Just half board please. We’ll have breakfast at the hotel but we’ll eat lunch and dinner at a beach
café. We’d want about [....................................]quality for the hotel by the way.
TA: Right. And what time in the summer are you thinking of taking the holiday?
Cust: I finish work on Friday night on [....................................]and I’m off for two weeks. So, I’ll need
to be back at work on the [....................................]. I’ll need to finish the holiday then on the 24th.
TA: And how long would you want to spend travelling?
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Cust: Oh, as little as possible of course with the little ones. Not more than a couple of hours in the car to
get to an [....................................]and then not more that 4 hours on a plane.
TA: That’s fine. You can get to all of the nice resorts on the [....................................]easily in less than 4
hours. Right then. Let’s show you some [....................................].
TA: As I said sir, most Mediterranean [....................................]are easily within your preferred flight
time.
You can choose really between Spain, France, Italy, the old Yugoslavia, [....................................]or
Turkey as well as the Mediterranean [....................................].
Cust: Wow, what a great choice. What are the different costs involved?
TA: With you wanting a 4 star hotel and pool some countries will be [....................................]cheaper
than others. Price wise, Italy and France will be at the top end, Spain, Greece and Turkey will be at the
lower end.
Cust: Greece and Turkey sound great actually. I’ve always wanted to go there and I’ve seen some
beautiful photos.
TA: I think that Greece would suit you better as the flight to Turkey is actually quite long. You’re getting
towards [....................................]there.
Cust: OK, well Greece is fine.
TA: Of course with Greece you have the choice between the islands and the [....................................].
It’s the islands that are famous of course but you’ll have to get there by boat or take a short connecting
[....................................]. Some of the bigger [....................................]are served directly though from UK
airports.
Cust: Well, one of the larger islands sounds best then. What about Cyprus? I’ve heard that a lot of British
people go there.
TA: Yes, it’s very popular. The trouble for you with Cyprus though is that it’s down in the
[....................................]Mediterranean near Turkey and the flight is quite long to get there. I was thinking
more of Rhodes and Crete.
Cust: Let’s have a look at those 2 then.
TA: Here are some brochures. This is the Hotel [....................................]and this is the Palm Hotel. Both
of them are in Crete. In Rhodes we have the Ocean Hotel and Hotel [....................................].
Cust: Can you tell me a bit about them?
TA: Of course. The Hotel Tropicana is about 1 mile from the beach and it’s a safe walk along a path
[....................................]some fields to get there. They have a nice pool which you can see in the photo.
There are only a few beach bars and [....................................]though. It’s really quiet, away from all the
bustle of other tourist [....................................]. The Palm Hotel is further from the beach, about
[....................................], but it has a minibus service that goes to and from the beach all day. The hotel
itself is in quite a busy tourist town that has lots of bars, [....................................]and discos. It’s great for
going out.

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Cust: I don’t know if either of those suits us. We don’t want noisy and we don’t want a long way to the
beach.
TA: Let’s have a look at the Rhodes [....................................]then. The Ocean Hotel is right on the beach.
It’s less than [....................................]usually to get to the beach area from the rooms. The hotel is quite
a long way from the main town and people usually take all their [....................................]in the hotel. The
hotel is 4 star though and we know the food is quite good as we’ve been told so by previous
[....................................].
Hotel Spiros is a family run hotel also quite close to the beach - about [....................................]walk. It’s
in a small village and has a small [....................................]as well. There are a few restaurants
[....................................]around the village but again, it’s not a big tourist village so there’s not much to
do.
Cust: To be honest, both of those sound fine. We don’t want a night life as we won’t be able to leave the
kids. Something close to the beach, somewhere to eat and sit in the evening is all we need. I’ve made
some notes. Let me take the [....................................]with the details of these two hotels and I’ll take them
back and show my wife and see what she thinks. They both [....................................]just what we want
though.
TA: OK sir. Come in again when you’ve [....................................]or if you want to see some other places.
Cust: I will. Thanks very much then. Goodbye.
TA: Goodbye.

Section 2. You will hear a man giving an orientation talk to new holidaymakers at the Solaris Hotel
and Holiday Village.
Good morning everyone and welcome to your first morning here at the [....................................]Hotel
and Holiday Village. This little [....................................]talk this morning will just give you an idea of
what to find and [....................................]around the grounds.
Let’s begin by looking at meals. We have three different restaurants and you are at
[....................................]to eat at any of them. They are the Harvest Restaurant, the Dene Restaurant and
the Mekong Restaurant. Let’s begin with [....................................]. Breakfast is only served in the Harvest
Restaurant. The other two restaurants are only open for lunch and [....................................]. Breakfast is
served between [....................................]and 9.30am 7 days a week. There are English, American and
[....................................]style breakfasts on offer.
For lunch and dinner all the restaurants have the same opening hours to make things easier for you. Lunch
is served from [....................................]noon to 2.30pm and dinner is [....................................]from
7.00pm to 10.30pm. The menus are the same for lunch and dinner though look at the
[....................................]displayed in the restaurants for any [....................................]that they are serving
for any particular meal. The style of food is different in each of the restaurants. The Harvest serves
[....................................]English food though with plenty of the foreign [....................................]which
are popular in the UK such as curry and [....................................]. The Dene specialises in fish and
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[....................................]and the Mekong offers you a selection of dishes from the Far East; not just from
Vietnam as the name [....................................]but Chinese, Thai, Malay and others.
You don’t have to pay in any of the restaurants unless an extra [....................................]is needed for
some of the [....................................]. All soft drinks are also free though we charge for
[....................................]drinks. You can choose to pay any bill that you may [....................................]at
the end of the meal itself or you can put it on your main bill which you can pay when you leave at the
end of your holiday.
There is also a bar menu in the main bar which serves pretty good pub food and if you have any late night
[....................................], there is a take away open until 2.30am which sells fast food. Good for those of
you who are [....................................]in the early hours from a disco or club!
Now let’s look at some of things that you can do here during your stay with us. Of course we have our
main [....................................]which is popular with everyone. There is also an
[....................................]beach which is [....................................]to anyone less than
[....................................]of age. This allows those of you without children to get some peace and quiet on
the beach. The main beach has two [....................................]on duty from 9.00am to 6.00pm. The adult
beach has no [....................................]. If you don’t like sand and salt we have a
[....................................]area in front of the Harvest Restaurant with our
[....................................]swimming pool. You can lie here on a sun [....................................]and swim in
the pool with no sand to bother you. There are steps from the pool area to the beach so you can go
between the two but, if you’re coming up from the beach, please walk though the foot pool so that the
sand gets [....................................]off and doesn’t lie around the pool area. There are also
[....................................]showers available on the beach and in the pool area.
As for sports we have 8 tennis courts and 3 [....................................]courts which can be booked at any
time.
There is a fully [....................................]gym with staff on duty to help you. No-one under 18 years of
age may use the gym though. We also have 6 full sized [....................................]tables and 5 pool tables
in the games room [....................................]the bar. There is no charge for use of any of these
[....................................]though there is a small charge if you need to hire any sports gear. Again you can
pay [....................................]or put the charges on your main bill. There are also water skiing and jet skis
available but there are charges for these.
Go to the water sports office for details. All the water sports such as [....................................],
[....................................]and pedallos are free. Ask for all details again at the water sports office.
There is a library in the hotel which supplies books, magazines and newspapers. It has certain terms and
conditions of use which you will be able to find on the notice board in the library.
We also have 2 [....................................]which show 3 different films every day. The showings are in the
afternoons at 2.00pm, the early evening at 5.30pm and at night at 8.30pm. The afternoon and early
evening showings always have a film for [....................................]. Children under the age of 16 are not
[....................................]to attend the 8.30 presentations.
Well, that’s all for now. Are there any questions?

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Section 3. You will hear 2 students giving a presentation to a seminar group at their university.
Dr. Reece Good morning all. Glad to see you’re all on time today. This morning we’re going to hear
Jamie and Rebecca give their presentation on some aspect of [....................................]. They’ve talked to
me about it a bit before while [....................................]it but I don’t want to give the game away so I’ll
hand straight over to them
Jamie Hi everyone. As Dr. Reece said Rebecca and I are going to give our demographics
[....................................]. Both Rebecca and I also study languages so we decided to look at the world’s
different languages and the ones that are the most [....................................], both now and in the future.
Rebecca’s going to start off.
Rebecca OK everyone. Who knows what the world’s most spoken language is?
Phil I thought it was English. Isn’t it?
Rebecca Well, it’s an [....................................]question. If you just look at how many individual speakers
there are around the world then the answer is Mandarin Chinese with [....................................]speakers.
English was second until a few years ago but it has since been [....................................]by Hindi with 333
million speakers and Spanish with [....................................]speakers. Now English is after Spanish with
322 million speakers.
Phil Oh yes, South America. I didn’t think of that.
Jamie Yes, it’s easy to forget. You can look at Rebecca’s question though in a different way if you look
at the number of countries that use English. English is a [....................................]115, ahead of French,
Arabic and Spanish with [....................................]and 20 countries [....................................].
Rebecca English has different statuses around the world. Core countries are where English has a full
official [....................................]like England, the US and Australia. In outer core countries English has
some official status as in India and then there are [....................................]countries such as Japan and the
UAE where it’s used a lot in business and [....................................].
Jamie A more important list is the world’s most [....................................]languages. This was compiled
by weighing [....................................]which were the number of primary speakers, the number of
secondary speakers, the number and population of the [....................................]where the languages are
used, the number of major fields using the language [....................................], the economic power of
countries using the
languages and [....................................]prestige.
Rebecca And the list shows the following in order of most influential: English, French, Spanish, Russian,
Arabic, Chinese, German, Japanese, [....................................]and Hindi.
Dr. Reece How up to date are these figures?
Jamie Fairly. They came out just last year. But the picture is changing very rapidly in terms of
[....................................]languages. There are certain large countries which are about to
[....................................]on the world stage and their economies are starting to influence the world
balance of power.
Rebecca The largest countries that for various reasons are beginning to shift world economic power are
China, Russia, India and Brazil. The sizes of the populations along with the cheap labour and raw
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[....................................]prices which are available in these countries are causing this shift. As a result,
every year the demand for people knowing the languages of these countries is growing
[....................................].
Jamie In addition the demand for teachers and English language training is also
[....................................]increasing. Western teachers are going to the countries and their nationals are
coming over here. As well as business, the education sector is getting a [....................................]from the
opening up of these [....................................].
Dr. Reece So, will China be the major [....................................]as everyone says?
Rebecca Definitely but maybe not the biggest. Many experts predict that India’s population will soon
surpass China’s. Bangladesh’s population could too. It all points to world [....................................]power
being held in Asia though.
Jamie English will probably remain important though. Chinese is difficult to learn and English also has
some official status in India. English is easy to learn and has the [....................................], for better or
worse, of being the language that everyone wants to learn. That won’t change in a
[....................................].
Dr. Reece How many people learn English then?
Rebecca The number of spoken languages nowadays is [....................................]between 2500 and 7000.
Out of all these languages, the numbers of those actually studied by non native speakers is tiny. There
are no official records of numbers studying English [....................................]but today you can safely say
that there are not many countries with a [....................................]program of education where English is
not taught. It will take a long time for this habit to be broken. At the moment it’s getting
[....................................].

Section 4. You will hear part of a humanities lecture on Mad Cow Disease.
Good morning ladies and gentlemen and welcome to this [....................................]lecture. Today we are
going to continue our look at the modern [....................................]that afflict society. Today we are
looking at quite a famous but rare disease. The popular name for this disease is
[....................................]cow disease. It has been so named because it is most often found in the
[....................................]of cattle. It attacks the [....................................]functions of the brain and leads
to [....................................]behaviour by the cattle. Thus we familiarly say that the cow is therefore mad
and [....................................], mad cow disease. Mad cow disease is the [....................................]used
name but its medical title is Bovine [....................................]Encephalopathy or BSE. It is a slowly
progressive, [....................................], fatal disease affecting the nervous system of
[....................................]. The exact form of BSE is not known but it is generally accepted by the scientific
community that the likely cause is an [....................................]form of a type of protein known as a prion.
This protein develops [....................................]and apparently seems to encourage other proteins to
become similarly [....................................], affecting their ability to function. In cattle with BSE, these
[....................................]prions initially occur in the small intestines, tonsils, and central nervous
[....................................].
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There is a similar disease to BSE called Creutzfeld Jacob Disease or CJD that is found in people.
A [....................................]form of CJD is believed to be caused by eating [....................................]beef
products from BSE affected cattle. The abnormal prions in infected cattle products are consumed by
humans as they are [....................................]to common food [....................................]treatments such as
heat. The disorder is rare occurring in about 1 out of [....................................]people. To date there have
been 155 confirmed and probable cases of CJD worldwide among the hundreds and thousands of people
that may have consumed BSE [....................................]beef products. Most of the cases have occurred in
the UK. The one US case was in a young woman who contracted the disease while residing in the UK
and developed [....................................]after moving to the US.
CJD is a disorder involving rapid decrease of mental function and [....................................]. As with BSE
in cattle, these abnormalities are believed to be caused by damage done to the brain by
[....................................], though it is has been proved that in rare cases it can be genetically
[....................................]. CJD tends to affect younger people, beginning between the ages of 20 and 70,
with [....................................]age at onset of symptoms in the late 50s. Early symptoms include
personality changes and difficulty with [....................................]. Once symptoms appear, the disorder
progresses rapidly and may be [....................................]with other types of dementia such as Alzheimer’s
Disease. CJD though is [....................................]by extremely rapid progression from onset to symptoms
to disability and death.
So, how did BSE and CJD come about? We’ve not read about them in the history books. These appear
to be new diseases. BSE was first reported in the United Kingdom. The exact origins of BSE remain
[....................................], but it is thought that cattle [....................................]may have become infected
when given feed [....................................]with scrapie infected sheep meat and
[....................................]meal. Scrapie is a sheep prion disease similar to BSE in cattle. The scientific
evidence [....................................]that the UK BSE outbreak in cattle was then spread by feeding BSE
contaminated cattle protein to calves. Thus, we have created the disease ourselves. Cattle naturally are
[....................................], feeding on grass. We have given cattle feed [....................................]from
sheep, an unnatural food for cattle. We have [....................................]our mistake by also feeding young
cattle with feed [....................................]from older cattle making them [....................................]. There
is a kind of horror associated with it when we look at it like this. There is also a kind of poetic
[....................................]that the disease is passed down to us as we [....................................]the animals
that we have infected.
Moving on now, are there any questions with what I have said so far?

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 II. READING READING 01
FIRST IMPRESSIONS COUNT
A Traditionally uniforms were — and for some industries still are — manufactured to protect the worker. When
they were first designed, it is also likely that all uniforms made symbolic sense - those for the military, for
example, were originally intended to impress and even terrify the enemy; other uniforms denoted a hierarchy -
chefs wore white because they worked with flour, but the main chef wore a black hat to show he supervised.
B The last 30 years, however, have seen an increasing emphasis on their role in projecting the image of an
organisation and in uniting the workforce into a homogeneous unit — particularly in ‘customer facing"
industries, and especially in financial services and retailing. From uniforms and workwear has emerged
‘corporate clothing’. "The people you employ are your ambassadors," says Peter Griffin, managing director of a
major retailer in the UK. "What they say, how they look, and how they behave is terribly important." The result
is a new way of looking at corporate workwear. From being a simple means of identifying who is a member of
staff, the uniform is emerging as a new channel of marketing communication.
C Truly effective marketing through visual cues such as uniforms is a subtle art, however. Wittingly or
unwittingly, how we look sends all sorts of powerful subliminal messages to other people. Dark colours give an
aura of authority while lighter pastel shades suggest approachability. Certain dress style creates a sense of
conservatism, others a sense of openness to new ideas. Neatness can suggest efficiency but, if it is overdone, it
can spill over and indicate an obsession with power. "If the company is selling quality, then it must have quality
uniforms. If it is selling style, its uniforms must be stylish. If it wants to appear innovative, everybody can’t look
exactly the same. Subliminally we see all these things," says Lynn Elvy, a director of image consultants House of
Colour.
D But translating corporate philosophies into the right mix of colour, style, degree of branding and uniformity
can be a fraught process. And it is not always successful. According to Company Clothing magazine, there are
1000 companies supplying the workwear and corporate clothing market. Of these, 22 account for 85% of total
sales - £380 million in 1994.
E A successful uniform needs to balance two key sets of needs. On the one hand, no uniform will work if staff
feel uncomfortable or ugly. Giving the wearers a choice has become a key element in the way corporate clothing
is introduced and managed. On the other, it is pointless if the look doesn’t express the business’s marketing
strategy. The greatest challenge in this respect is time. When it comes to human perceptions, first impressions
count. Customers will size up the way staff look in just a few seconds, and that few seconds will colour their
attitudes from then on. Those few seconds can be so important that big companies are prepared to invest years,
and millions of pounds, getting them right.
F In addition, some uniform companies also offer rental services. "There will be an increasing specialisation in
the marketplace," predicts Mr Blyth, Customer Services Manager of a large UK bank. The past two or three years
have seen consolidation. Increasingly, the big suppliers are becoming ‘managing agents’, which means they offer
a total service to put together the whole complex operation of a company’s corporate clothing package - which
includes reliable sourcing, managing the inventory, budget control and distribution to either central locations
or to each staff member individually. Huge investments have been made in new systems, information
technology and amassing quality assurance accreditations.

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G Corporate clothing does have potential for further growth. Some banks have yet to introduce a full corporate
look; police forces are researching a complete new look for the 21st century. And many employees now
welcome a company wardrobe. A recent survey of staff found that 90 per cent welcomed having clothing which
reflected the corporate identity.

Questions 28-33
The passage First Impressions Count has seven paragraphs A—G. Which paragraphs discuss the following
points? Write the appropriate letters A-G in boxes 28-33 on your answer sheet.

Example Answer
the number of companies supplying the corporate clothing market D
28 different types of purchasing agreement
29 the original purposes of uniforms
30 the popularity rating of staff uniforms
31 involving employees in the selection of a uniform
32 the changing significance of company uniforms
33 perceptions of different types of dress

Questions 34-40
Do the following statements agree with the views of the writer of the passage? In boxes 34-40 on your answer
sheet write

YES if the statement agrees with the writer’s views

NO if the statement contradicts the writer’s views
NOT GIVEN if it is impossible to say what the writer thinks about this

34 Uniforms were more carefully made in the past than they are today.
35 Uniforms make employees feel part of a team.
36 Using uniforms as a marketing tool requires great care.
37 Being too smart could have a negative impact on customers.
38 Most businesses that supply company clothing are successful.
39 Uniforms are best selected by marketing consultants.
40 Clothing companies are planning to offer financial services in the future.

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 READING 02
PART 1
A Air pollution is increasingly becoming the focus of government and citizen concern around the globe. From
Mexico City and New York, to Singapore and Tokyo, new solutions to this old problem are being proposed,
Mailed and implemented with ever increasing speed. It is feared that unless pollution reduction measures are
able to keep pace with the continued pressures of urban growth, air quality in many of the world’s major cities
will deteriorate beyond reason.
B Action is being taken along several fronts: through new legislation, improved enforcement and innovative
technology. In Los Angeles, state regulations are forcing manufacturers to try to sell ever cleaner cars: their first
of the cleanest, titled "Zero Emission Vehicles’, have to be available soon, since they are intended to make up 2
percent of sales in 1997. Local authorities in London are campaigning to be allowed to enforce anti-pollution
laws themselves; at present only the police have the power to do so, but they tend to be busy elsewhere. In
Singapore, renting out road space to users is the way of the future.
C When Britain’s Royal Automobile Club monitored the exhausts of 60,000 vehicles, it found that 12 per cent
of them produced more than half the total pollution. Older cars were the worst offenders; though a sizeable
number of quite new cars were also identified as gross polluters, they were simply badly tuned. California has
developed a scheme to get these gross polluters off the streets: they offer a flat $700 for any old, run-down
vehicle driven in by its owner. The aim is to remove the heaviest-polluting, most decrepit vehicles from the
roads.
D As part of a European Union environmental programme, a London council is resting an infra-red
spectrometer from the University of Denver in Colorado. It gauges the pollution from a passing vehicle - more
useful than the annual stationary rest that is the British standard today - by bouncing a beam through the
exhaust and measuring what gets blocked. The council’s next step may be to link the system to a computerised
video camera able to read number plates automatically.
E The effort to clean up cars may do little to cut pollution if nothing is done about the tendency to drive them
more. Los Angeles has some of the world’s cleanest cars - far better than those of Europe - but the total number
of miles those cars drive continues to grow. One solution is car-pooling, an arrangement in which a number of
people who share the same destination share the use of one car. However, the average number of people in a
car on the freeway in Los Angeles, which is 1.0, has been falling steadily. Increasing it would be an effective way
of reducing emissions as well as easing congestion. The trouble is, Los Angelinos seem to like being alone in their
cars.
F Singapore has for a while had a scheme that forces drivers to buy a badge if they wish to visit a certain part of
the city. Electronic innovations make possible increasing sophistication: rates can vary according to road
conditions, time of day and so on. Singapore is advancing in this direction, with a city-wide network of
transmitters to collect information and charge drivers as they pass certain points. Such road-pricing, however,
can be controversial. When the local government in Cambridge, England, considered introducing Singaporean
techniques, it faced vocal and ultimately successful opposition.

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PART 2
The scope of the problem facing the world’s cities is immense. In 1992, the United Nations Environmental
Programme and the World Health Organisation (WHO) concluded that all of a sample of twenty megacities -
places likely to have more than ten million inhabitants in the year 2000 - already exceeded the level the WHO
deems healthy in at least one major pollutant. Two-thirds of them exceeded the guidelines for two, seven for
three or more.
Of the six pollutants monitored by the WHO - carbon dioxide, nitrogen dioxide, ozone, sulphur dioxide, lead and
particulate matter - it is this last category that is attracting the most attention from health researchers. PM10,
a sub-category of particulate matter measuring ten-millionths of a meter across, has been implicated in
thousands of deaths a year in Britain alone. Research being conducted in two counties of Southern California is
reaching similarly disturbing conclusions concerning this little-understood pollutant.
A world-wide rise in allergies, particularly asthma, over the past four decades is now said to be linked with
increased air pollution. The lungs and brains of children who grow up in polluted air offer further evidence of its
destructive power the old and ill; however, are the most vulnerable to the acute effects of heavily polluted
stagnant air. It can actually hasten death, so it did in December 1991 when a cloud of exhaust fumes lingered
over the city of London for over a week.
The United Nations has estimated that in the year 2000 there will be twenty-four mega-cities and a further
eighty-five cities of more than three million people. The pressure on public officials, corporations and urban
citizens to reverse established trends in air pollution is likely to grow in proportion with the growth of cities
themselves. Progress is being made. The question, though, remains the same: ‘Will change happen quickly
enough?’

Questions 1-5
Look at the following solutions (Questions 1-5) and locations. Match each solution with one location. Write
the appropriate locations in boxes 1-5 on your answer sheet.
NB You may use any location more than once.
SOLUTIONS
1 Manufacturers must sell cleaner cars.
2 Authorities want to have power to enforce anti-pollution laws.
3 Drivers will be charged according to the roads they use.
4 Moving vehicles will be monitored for their exhaust emissions.
5 Commuters are encouraged to share their vehicles with others.
Locations

Singapore
Tokyo
London
New York
Mexico City
Cambridge
Los Angeles

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Questions 6-10
Do the following statements reflect the claims of the writer in Reading Passage 23?
In boxes 6-10 on your answer sheet write

YES if the statement reflects the claims of the writer

NO if the statement contradicts the claims of the writer
NOT GIVEN if it is impossible to say what the writer thinks about this
6 According to British research, a mere twelve per cent of vehicles tested produced over fifty per cent of total
pollution produced by the sample group.
7 It is currently possible to measure the pollution coming from individual vehicles whilst they are moving.
8 Residents of Los Angeles are now tending to reduce the yearly distances they travel by car.
9 Car-pooling has steadily become more popular in Los Angeles in recent years.
10 Charging drivers for entering certain parts of the city has been successfully done in Cambridge, England.

Questions 11-13
Choose the appropriate letters A—D and write them in boxes 11-13 on your answer sheet.
11 How many pollutants currently exceed WHO guidelines in all megacities studied?
A one
B two
C three
D seven

12 Which pollutant is currently the subject of urgent research?

A nitrogen dioxide
B ozone
C lead
D particulate matter

13 Which of the following groups of people are the most severely affected by intense air pollution?
A allergy sufferers
B children
C the old and ill
D asthma sufferers

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 READING 03
MEASURING ORGANIZATIONAL PERFORMANCE
There is clear-cut evidence that, for a period of at least one year, supervision which increases the direct pressure
for productivity can achieve significant increases in production. However, such short-term increases are
obtained only at a substantial and serious cost to the organisation.
To what extent can a manager make an impressive earnings record over a short period of one to three years by
exploiting the company’s investment in the human organisation in his plant or division? To what extent will the
quality of his organisation suffer if he does so? The following is a description of an important study conducted
by the Institute for Social Research designed to answer these questions.
The study covered 500 clerical employees in four parallel divisions. Each division was organised in exactly the
same way, used the same technology, did exactly the same kind of work, and had employees of
comparable aptitudes.
Productivity in all four of the divisions depended on the number of clerks involved. The work entailed the
processing of accounts and generating of invoices. Although the volume of work was considerable, the nature
of the business was such that it could only be processed as it came along. Consequently, the only way in which
productivity could be increased was to change the size of the workgroup.
The four divisions were assigned to two experimental programmes on a random basis. Each programme was
assigned at random a division that had been historically high in productivity and a division that had been below
average in productivity. No attempt was made to place a division in the programme that would best fit its
habitual methods of supervision used by the manager, assistant managers, supervisors and assistant
supervisors.
The experiment at the clerical level lasted for one year. Beforehand, several months were devoted to planning,
and there was also a training period of approximately six months. Productivity was measured continuously and
computed weekly throughout the year. The attitudes of employees and supervisory staff towards their work
were measured just before and after the period.
Turning now to the heart of the study, in two divisions an attempt was made to change the supervision so that
the decision levels were pushed down and detailed supervision of the workers reduced. More general
supervision of the clerks and their supervisors was introduced. In addition, the managers, assistant managers,
supervisors and assistant supervisors of these two divisions were trained in group methods of leadership, which
they endeavoured to use as much as their skill would permit during the experimental year. For easy reference,
the experimental changes in these two divisions will be labelled the ‘participative programme!

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Result of the Experiment
In the other two divisions, by contrast, the programme called for modifying the supervision so as to increase the
closeness of supervision and move the decision levels upwards. This will be labelled the ‘hierarchically controlled
programme’. These changes were accomplished by a further extension of the scientific management approach.
For example, one of the major changes made was to have the jobs timed and to have standard times computed.
This showed that these divisions were overstaffed by about 30%. The general manager then ordered the
managers of these two divisions to cut staff by 25%. This was done by transfers without replacing the persons
who left; no one was to be dismissed.

Changes in Productivity
Figure 1 shows the changes in salary costs per unit of work, which reflect the change in productivity that
occurred in the divisions. As will be observed, the hierarchically controlled programmes increased productivity
by about 25%. This was a result of the direct orders from the general manager to reduce staff by that amount.
Direct pressure produced a substantial increase in production.
A significant increase in productivity of 2O°/o was also achieved in the participative programme, but this was
not as great an increase as in the hierarchically controlled programme. To bring about this improvement, the
clerks themselves participated in the decision to reduce the size of the work group. (They were aware of course
that productivity increases were sought by management in conducting these experiments.) Obviously, deciding
to reduce the size of a work group by eliminating some of its members is probably one of the most difficult
decisions for a work group to make. Yet the clerks made it. In fact, one division in the participative programme
increased its productivity by about the same amount as each of the two divisions in the hierarchically controlled
programme. The other participative division, which historically had been the poorest of all the divisions, did not
do so well and increased productivity by only 15%.

Changes in Attitude
Although both programmes had similar effects on productivity, they had significantly different results in other
respects. The productivity increases in the hierarchically controlled programme were accompanied by shifts in
an adverse direction in such factors as loyalty, attitudes, interest, and involvement in the work. But just the
opposite was true in the participative programme.
For example, Figure 2 shows that when more general supervision and increased participation were provided,
the employees’ feeling of responsibility to see that the work got done increased. Again, when the supervisor
was away, they kept on working. In the hierarchically controlled programme, however, the feeling of
responsibility decreased, and when the supervisor was absent, work tended to stop.
As Figure 3 shows, the employees in the participative programme at the end of the year felt that their manager
and assistant manager were ‘closer to them’ than at the beginning of the year. The opposite was true in the
hierarchical programme. Moreover, as Figure 4 shows, employees in the participative programme felt that their
supervisors were more likely to ‘pull’ for them, or for the company and them, and not be solely interested in
the company, while in the hierarchically controlled programme, the opposite trend occurred.

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Choose the appropriate letters A-D and write them in boxes 28-30 on your answer sheet.

28 The experiment was designed to ...

A. establish whether increased productivity should be sought at any cost.
B. show that four divisions could use the same technology.
C. perfect a system for processing accounts.
D. exploit the human organisation of a company in order to increase profits.

29 The four divisions ...

A. each employed a staff of 500 clerks.
B. each had equal levels of productivity.
C. had identical patterns of organisation.
D. were randomly chosen for the experiment.

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30 Before the experiment ...
A. the four divisions were carefully selected to suit a specific programme.
B. each division was told to reduce its level of productivity.
C. the staff involved spent a number of months preparing for the study.
D. the employees were questioned about their feelings towards the study.

Questions 31-36
Complete the summary below. Choose ONE word from Reading Passage 24 for each answer.
Write your answers in boxes 31-36 on your answer sheet.
This experiment involved an organisation comprising four divisions, which were divided into two programmes:
the hierarchically controlled programme and the participative programme. For a period of one year a different
method of ....... 31 ....... was used in each programme. Throughout this time ........ 32 ........ was calculated on
a weekly basis. During the course of the experiment the following changes were made in an attempt to
improve performance.
In the participative programme:
• supervision of all workers was ....... 33 .......
• supervisory staff were given training in ........ 34 .......

In the hierarchically controlled programme:

• supervision of all workers was increased.
• work groups were found to be ....... 35 ...... by 30%.
• the work force was ...... 36 ...... by 25%.

Questions 37-40
Look at Figures 1, 2, 3 and 4 in Reading Passage 24.
Choose the most appropriate label, A—I, for each Figure from the box below.
Write your answers in boxes 37-40 on your answer sheet.

A. Employees’ interest in the company

B. Cost increases for the company
C. Changes in productivity
D. Employees’ feelings of responsibility towards completion of work
E. Changes in productivity when supervisor was absent
F. Employees’ opinion as to extent of personal support from management
G. Employees feel closer to their supervisors
H. Employees’ feelings towards increased supervision
I. Supervisors’ opinion as to closeness of work group

37. Fig 1..............................

38. Fig 2..............................
39. Fig 3..............................
40. Fig 4..............................

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III. WRITING

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 HW LISTEN ANSWER SHEET

1 21
2 22
3 23
4 24
5 25
6 26
7 27
8 28
9 29
10 30
11 31
12 32
13 33
14 34
15 35
16 36
17 37
18 38
19 39
20 40

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HW READ ANSWER SHEET

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